Methods and systems for providing on-line bills for use in communications services

ABSTRACT

A communications system provides a bill for services provided to a user of the system, to a display device via a network. The display device may be a personal computer and the network may be the Internet, for example. A plurality of users may be parties to an account with the system and an indicator of the one of the plurality of users requesting a service may be associated with an entry in the bill for the requested service. A bill for communications services requested by a first party with respect to a second party may include an indicator, such as a name and/or location information, of the second party. The user may also have an option of receiving a bill without indicators. Information about a second party associated with a requested service may be transferred to a contacts folder maintained by the communications system. Methods and systems are disclosed.

[0001] The present invention is a continuation-in-part of applicationSer. No. 10/376,935, filed on Feb. 28, 2003, and application Ser. No.10/403,207, filed on Mar. 31, 2003, which are assigned to the assigneeof the present invention and are incorporated by reference herein.

FIELD OF THE INVENTION

[0002] The invention relates to communications systems and method, and,more particularly, to methods and system for providing bills forcommunications services, on-line.

BACKGROUND OF THE INVENTION

[0003] It is a common experience to use a telephone or similar device,and other such communications devices, to call a telephone operator forinformation assistance. In a typical information assistance call, acaller (customer) identifies to the operator the name and address, orsometimes city or area code, of a party whose telephone number isdesired. In response, the operator locates the desired destinationnumber using a computer database, for example. The destination numbermay be provided to the customer by a computerized voice server, and thecustomer may be afforded the option of being connected to thedestination number without the need to first terminate the informationassistance call.

[0004] Even though a customer may subscribe to a telephone serviceprovided by a particular carrier, such as AT&T Wireless Services Inc.,or branding partner, such as Virgin, the information assistance servicesystem accessed through the telephone service may be contracted by thecarrier to different independent contractors. Therefore, when asubscriber to the carrier makes an information assistance call bydialing such typical access digits as “411,” “*555,” “555-1212,” “00,”“1-800-555-1212,” etc., because of the contractual relationship, thecarrier routes the information assistance call to its contractedinformation assistance service system to handle the information request.

[0005] Independent information assistance service providers may offerdifferent information assistance services and service features inaddition to directory assistance. For example, upon request, an operatormay provide a user with information on regional restaurants, movielistings, directions to various places, etc., as well as the ability topurchase goods and services. The assignee of the present application isan information assistance service system which offers, among others,personalized services and special service features that are differentthan or lacking from other providers. For instance, one such servicefeature is a StarBack® service feature described in U.S. Pat. No.5,797,092, whereby a caller, after being connected to a desired party,may be connected back to the information assistance service system bypressing a “*” key on their telephone, or otherwise issuing a command(saying the word “operator”, for example). Examples of the assignee'spersonalized services include private directory assistance and foreignlanguage directory assistance, which are described, for example, in U.S.Pat. No. 5,966,437 and International Publication No. WO 01/35621.

[0006] When a customer is connected to an information assistance systemcontracted by the customer's carrier, the customer is typically billedfor information assistance services provided in the call and connectioncharges, through their carrier. These information assistance servicesinclude directory assistance and enhanced services, such as theaforementioned STARBACK® service. The connection charges include anyapplicable long distance and/or local toll charges (imposed by thecarrier), any airtime charges (imposed by the carrier), and any othercharges, such as paging and messaging charges, which are imposed orincurred when performing the information assistance service. Chargesimposed by the information assistance service system may be billed on aper call basis, or may be billed, depending upon a variety of factors,such as the duration of the information assistance/operator time, or theevent type or class of information searched.

[0007] Bills are typically compiled from event records, such as calldetail records (“CDRs”), generated at a call center. For example, uponreceipt of a directory assistance call, a carrier switch may generate aCDR and direct the call to the contracted information assistance servicesystem. A servicing switch at the information assistance service systemmay generate a CDR upon receipt of the call from the carrier switch.Each “event” during the course of a call may cause generation of a CDRby a component of the call center involved in that event. An “event” maybe any activity at the call center related to handling of the call.Examples of events include receiving an information assistance call,queuing a call while waiting for an operator to become available,connecting the call to an available operator, conducting a search of adatabase for directory assistance or other services, activating a voiceresponse unit (VRU), connection to a destination number, etc. Thegeneration of CDRs for such events is described in application Ser. No.09/777,061, filed on Feb. 5, 2001, which is assigned to the assignee ofthe present invention and is incorporated by reference, herein.

[0008] The CDR or CDRs generated during a communication contain thecommunication related information necessary to compute a bill for thecommunication, such as call duration, toll connection, informationassistance service, and the type and/or class of information serviceprovided, to the extent that charges vary depending upon the type ofinformation service provided. CDRs are sent to a billing platform, whichcompiles the CDRs for each call and for calls for each customer. Thebilling platform may be at the carrier, information assistance servicesystem or a third party to generate a bill.

[0009] Typical bills for direct dial telephone services identify thedate, time, called phone number and duration of the call, and thegeographic location of the called party. Information assistance calls,which may be included in the same bill as direct dial calls provided bythe carrier, may only include the date of the information assistancecall. It may also include the requested phone number. If the informationassistance call is connected to the requested phone number, the date,time, phone number and geographic location of the called party, whichmay be an individual or business, for example, will appear on the bill,as if the call was dialed directly by the customer.

[0010] When a customer reviews a telephone bill, the customer may notrecognize the called number or remember who was called on a particulardate at a particular geographic location. Believing that they have beenmisbilled, the customer may call their carrier to request credit for thecall. Often, the call was not misbilled, but much time and expense isaccrued to clarify the situation. Perceptions by customers of beingmisbilled, even when erroneous, may also generate ill will. An improvedsystem for handling credit inquiries and processing credit requests isdescribed in more detail in U.S. application Ser. No. 10/160,415, filedon May 31, 2002, assigned to the assignee of the present application andincorporated by reference herein.

[0011] U.S. patent application Publication U.S. 2001/0017915 A1 (the'915 Application), published on Aug. 30, 2001, describes a system andmethod of creating a billing record including a called party's name, tofacilitate review of a bill by a customer. In the '915 Application, aphone number of a called party is extracted from an original eventrecord after a call is completed, by a billing system. A databasecorrelating phone numbers with corresponding parties' names is queriedto identify the name of a party associated with the called number. Amodified call record is then created including the party's name. Abilling record is created from the modified call record. This process isrepeated for each call in a billing time period to create a bill. Whileproviding a called party's name in a bill would eliminate some erroneousrequests for credit, the disclosed method is complex and may beexpensive to implement.

SUMMARY OF THE INVENTION

[0012] In accordance with one embodiment of the invention, a method ofoperating a communications system for providing a service is disclosed,wherein a plurality of parties may be associated with an account withthe system to receive the ser/vice. The method comprises providing abill for a service requested by one of a plurality of parties associatedwith an account and provided by the system, to a communications devicevia a network. The method further comprises providing an indicator ofthe one party requesting the service, in association with a respectiveentry for the service. The one party may be identified, at least inpart, based on a voiceprint of the one party received when the requestwas made and a voiceprint sample of the party stored by the system. Thesystem may be an information assistance service system and the methodmay comprise receiving a request for information assistance from the oneparty, with respect to a second party. The service may be establishing acommunications connection between a first communications device of theone party and a second communications device of a second party and themethod may comprise receiving signals to establish a communicationsconnection between the first communications device and the secondcommunications device. The communications device may comprise a displayand the network may be the Internet.

[0013] In accordance with an aspect of this embodiment a communicationssystem for providing a service is disclosed, wherein a plurality ofparties may be associated with an account with the system to receive theservice. The system comprises an interface to a network and a processorcoupled to the interface. The processor is programmed to provide a billfor a service requested by one of a plurality of parties associated withan account and provided by the system, to a communications device viathe network. The processor is also programmed to provide an indicator ofthe one party requesting the service, in association with a respectiveentry for the service in the bill. The processor may be programmed toidentify a party based, at least in part, on a voiceprint of the partyreceived when the request was made and a voiceprint sample of the partystored by the system.

[0014] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed, wherein the systemprovides a service for a first party with respect to a second party. Thefirst party is associated with an account with the system. The methodcomprises providing a bill for the account for a service provided to theaccount, to a communications device via a network and providing anindicator of the second party in association with an entry in the billfor the requested service. As above, the service may be informationassistance or call connection, for example. The method further comprisesproviding an option to either elect or suppress provision of theindicator. The option may be provided during registration with thesystem or via an activation point provided on the displayed bill, forexample. The indicator may be at least one of a name and locationinformation of the respective second party. Selected indicators ofrespective second parties may be suppressed.

[0015] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed, wherein the systemprovides a service for a first party with respect to a second party. Thefirst party is associated with an account with the system and the systemstores contact information of the account in a contacts folder in adatabase. The method comprises providing a bill for the account for aservice provided to the account and storing information related to thesecond party in the folder. An indicator of the second party may also beprovided in association with an entry in the bill for the requestedservice. A plurality of first parties may be associated with an accountwith the system and the information may relate to contacts of arespective first party. The information may be stored in a respectivefolder. The respective first party requesting the service may beidentified and the information inserted into a respective folder forthat first party. The respective first party requesting the service maybe identified based, at least in part, on a voiceprint of the firstparty received when the request was made and a voiceprint sample of theparty stored by the system. The bill may be provided to a display devicevia a network.

[0016] In accordance with an aspect of this embodiment, a communicationssystem for providing a service for a first party with respect to asecond party is disclosed, wherein the first party is associated with anaccount with the system. The system comprises a database to storecontacts information of accounts with the system in a folder associatedwith a respective account and a processor coupled to the database. Theprocessor is programmed to provide a bill for services provided to theaccount and to store contact information related to the second party inthe folder. The processor may also be programmed to provide a respectiveindicator of the second party in association with a respective entry forthe requested service in the bill for the service and to store contactinformation related to the second party in the folder. The bill may beprovided to a display device via a network.

[0017] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed comprisingestablishing a communication with a first party requesting acommunications number of a second party and processing the request forthe communications number of the second party. The method furthercomprises generating an event record related to the request duringprocessing of the request. The event record includes an indicator of thesecond party. The method further comprises providing a bill for thecommunication to a communications device via a network. The bill isbased, at least in part, on the event record and includes the indicatorof the second party associated with an entry for the communication. Theindicator may be the name of the second party provided by the firstparty.

[0018] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed comprising processinga communication between a first communications device of a first partyinitiating a communication with a second communications device of asecond party. The method further comprises generating an event recordrelated to the communication, including an indicator of the secondparty, during processing of the communications connection. The methodfurther comprises providing a bill for the communication to acommunications device via a network. The bill is based, at least inpart, on the event record and includes the indicator of the secondparty. The indicator may be identified by searching a database for atleast one indicator associated with a communications number of thesecond communications device.

[0019] In accordance with an aspect of this embodiment, a communicationssystem for establishing a communication is disclosed comprising aninterface to receive signals from a first communications device of afirst party to process a communication with a second communicationsdevice of a second party and access a network. The system furthercomprises a processor programmed to generate an event record includingan indicator of the second party, during processing of thecommunication; and to provide a bill for the communication to a thirdcommunications device via a network. As above, the bill is based, atleast in part, on the event record and includes the at least oneindicator of the second party.

[0020] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed comprising receivingsignals from a first communications device of a first party seeking acommunications number of a second communications device of a secondparty. The method further comprises connecting the first communicationsdevice to an information assistance service to identify thecommunications number of the second communications device andestablishing a communication between the first communications device andthe second communications device after the communications number of thesecond communications device is identified. The method further comprisesinserting an indicator of the second party into an event recordgenerated by the communications system associated with connecting thefirst party to the second party, while establishing the communicationbetween the first party and the second party. A bill is provided for thecommunication to a third communications device via a network. As above,the bill is based, at least in part, on the event record and includesthe indicator of the second party.

[0021] In accordance with an aspect of this embodiment, a communicationssystem is disclosed comprising an interface to receive signals from afirst communications device of a first party calling an informationassistance service system to obtain a communications number of a secondcommunications device of a second party and to access a network. Acontrol device coupled to the interface. The control device isprogrammed to connect the first communications device to the informationassistance service and process a communication between the firstcommunications device and the second communications device. The controldevice is also programmed to generate an event record of thecommunication between the first communications device and the secondcommunications device, during processing of the communication betweenthe first communications device and the second communications device,the event record including an indicator of the second party. The controldevice is also programmed to provide a bill for the communication to athird communications device via a network. As above, the bill is based,at least in part, on the event record and includes the indicator of thesecond party.

[0022] In accordance with another embodiment of the invention, a methodof operating a communications system is disclosed wherein the systemidentifies a concierge provider of at least one of goods and services.The method comprises receiving a request for identification of aconcierge provider from a user. The request includes identification ofat least one of goods and services. The method further comprisesidentifying an appropriate concierge provider based on theidentification of the at least one goods and services. A bill isprovided for the service of identifying the concierge provider. The billincludes identification of the at least one goods and servicesassociated with an entry for the request for identification of theconcierge provider. The bill may be provided to a communications devicevia a network.

[0023] A party may set up a subscription account for a period of time orthe party may set up an account for a single transaction.

[0024] The terms “customers,” “users” and “subscribers” are usedinterchangeably in the description and claims to refer to partiesregistered to use the system. The terms may include a party who isresponsible for payment for use of the system pursuant to an accountwith the system and other parties the responsible party designates asbeing authorized to use the system under the responsible party'saccount. For example, the responsible party may authorize family membersto use the system under the account. A business may authorize particularemployees to use the system under the account.

BRIEF DESCRIPTION OF THE DRAWINGS

[0025]FIG. 1 is an example of a communications system, here aninformation assistance service system, including information assistanceservice centers (“IASCs”), an information hub and a billing platform,that may implement aspects of the present invention;

[0026]FIG. 2 is an example of an IASC of FIG. 1;

[0027]FIG. 3 is an example of a profile gateway of FIG. 2, in moredetail;

[0028]FIG. 4 is an example of a voiceprint gateway of FIG. 2, in moredetail;

[0029]FIG. 5 is an example of a method for identifying a requested partyin a call detail record, accordance with an embodiment of the presentinvention;

[0030]FIG. 6 is an example of a CDR for a directory assistance call,including a name and an address of a requested party, enabling insertionof a name and/or address of a requested party, into a bill;

[0031]FIG. 7 is a block diagram of a carrier network and associatedsystems in another embodiment of the invention, adapted to identify acalled party for insertion into a CDR record;

[0032]FIG. 8a is an example of a method for use by a carrier network, asin FIG. 5, for inserting an identification of a called party into a CDR;

[0033]FIG. 8b is an example of another method for inserting anidentification of a called party into a CDR, for use by a carriernetwork, as in FIG. 5;

[0034]FIG. 9 is a flowchart of a method of identifying initiatingparties of a call among a plurality of parties associated with amulti-party account, in accordance with another embodiment of theinvention;

[0035]FIG. 10 is an example of a CDR including an identifier of aninitiating party of a multi-party account, for use in the method of FIG.9; and

[0036]FIG. 11 is a view of a bill for communications services providedby a communications system, displayed on a monitor of a personalcomputer, for example:

[0037]FIG. 12a is an example of a method in accordance with anembodiment of the present invention, to provide a bill includingindicators of second parties associated with the call and optionallyidentifying a party of a multi-party account initiating a call;

[0038]FIG. 12b is an optional continuation of the method of FIG. 12a;and

[0039]FIG. 13 is a block diagram of another configuration of an IASP inFIG. 1.

DETAILED DESCRIPTION

[0040] In accordance with one embodiment of the present invention, in acommunications system where a plurality of users may be parties to anaccount with the system, an indicator of the one of the plurality ofusers requesting a service is associated with an entry in a bill for therequested service, and the bill is provided to a display device via anetwork. The display device may be a personal computer (“PC”) and thenetwork may be the Internet, for example. In accordance with anotherembodiment of the present invention, a bill for communications servicesrequested by a first party with respect to a second party includes anindicator of the second party, and is provided to a display device via anetwork. For example, in an information assistance call, where a firstparty calls an information assistance service system to request a phonenumber or other such communications number of a second party andoptionally be connected to the second party, an indicator, such as thename and/or address of the second party, is included in a bill for theinformation assistance call. The second party may be any entity, such asan individual or a business, for example. The first party may alsorequest the identity of a concierge provider in a geographic area. Inanother example, in a phone call or other such communication from afirst party to a second party, the name and/or address of the secondparty is included in an on-line bill for the call. A party may also havean option of not including the identifiers. In accordance with anotherembodiment of the invention, information about a second party related toan entry in a bill for communications services may be transferred to acontacts folder maintained by the communications system. The secondparty may be identified in the bill and the bill may be provided to adisplay device via a network, as well. Embodiments of the invention maybe used together or separately.

[0041] Providing indicators of the parties involved in communicationsfacilitates a customer's review of a bill, decreasing erroneous requestsfor credit. In accounts where multiple parties may be associated withthe same account and are commonly billed, identifying which partyinitiated a particular communication also facilitates bill review andmay decrease erroneous requests for credit. Providing such bills to theuser via a network further facilitates bill review, decreases the amountof paper sent to the customer and also facilitates the making ofrequests for credit by the customer, saving the customer time. It alsofacilitates implementations of options with respect to the informationincluded in the bill and other uses of such information.

[0042]FIG. 1 is an example of a communications system 10 implementingembodiments of the present invention. In this example, thecommunications system is an information assistance service system. Theinformation assistance service system 10 includes a plurality ofoperators dispersed throughout a wide coverage area in informationassistance service centers (“IASCs”) 22, 24, 26, 28. IASCs 22 through 28are coupled to each other and to one or more information hubs 30 througha network 40. IASCs 22 through 28 are also coupled to billing platform50 via network 40.

[0043] In this example, each of IASCs 22 through 28 covers one or moreregional coverage areas. The network may be a wide area network (“WAN”)40 covering an extensive area, for example. WAN 40 can be anInternet-based network, such as the World Wide Web, or a privateintranet based network. The information assistance service system may beaccessed directly by a user on a wireline phone, wireless phone,personal data assistant (“PDA”), personal information manager (“PIM”),Blackberry and other communications devices. While informationassistance service system 10 in this example includes a plurality ofIASCs 21 through 27, the invention may be implemented in a systemincluding a single IASC coupled on information hub 30 and billingplatform 50.

[0044] Information hub 30 may include one or more processors, such asinformation server 32, which is accessible by the operators in thesystem 10, and one or more memory devices, such as information database34, in which identifying information about each subscriber is stored andmaintained. Web server 36 is also shown, coupled to information server32. Web server 36 may be accessed by subscriber 38 via a personalcomputer (“PC”) 46 via a network, such as the Internet 48. PC 46, orother such device, may have a display 48 and one or more input devices,such as a mouse and keyboard, (not shown), for example.

[0045] User information may be in the form of individual subscriberfolders for each current subscriber account. Each subscriber account mayinclude one or more individual subscribers. For example, a singleaccount may include multiple members of a family or multiple employeesof a business. Folders may be maintained for former subscriber accounts,as well. Each folder may be associated with one or more communicationsidentifications of the respective subscriber's communications devicesthat the subscriber has registered with system 10 as part of theaccount. For example, the communications identification may be a phonenumber of a subscriber's wireline or wireless phone. The communicationsidentification may be an Automatic Number Identifier (“ANI”), forexample. The presence or absence of a subscriber folder corresponding toa phone number or other such identifying data may be used to indicatewhether a caller is a subscriber to the system or not.

[0046] The folder may include a user profile, as described in co-pendingapplication Ser. No. 09/865,230, filed on May 25, 2002 (“the '230application”), assigned to the assignee of the present invention andincorporated by reference herein. The user profile may containpreferences of the subscriber related to subscribed services, such aspreferred ways of being addressed, preferred language, preferred methodsof receiving information from system 10. Information server 32 mayinclude clock and calendar functions. The user profile may also containa voiceprint sample of the one or more subscribers associated with theaccount. The voiceprint sample may be compared to a voiceprint receivedfrom a caller to verify the identity of the caller, enabling greaterpersonalization of services, as described further, below.

[0047] The personal preferences in the user profile may be specified bya subscriber during registration with system 10 via a phone call, forexample, in response to registration questions posed by an operator or avoice response unit (“VRU”), for example. Personal preferences may alsobe entered and changed via a web page. A subscriber will typically alsoregister the phone number of each phone that may be used to call system10, and identify the type of phone as a wireline or wireless phone. Aphone that is used as a speakerphone may also be identified as such. Ina voiceprint capable system, verbal utterances of a subscriber to system10 may be collected during registration of the subscriber to derivevoiceprint samples, as well, which is also discussed further below.

[0048] If multiple parties are registering under the same account, eachparty may establish a unique PIN and verbal utterances of each party maybe collected and processed in turn. Each registered party may alsoestablish their own preferences, which may be stored in separate foldersor sub-folders associated with the respective PIN and/or voiceprint ofthat party to the account, as well as with the subscriber folder for theaccount. Each party to the account may thereby have a uniquelyidentified user profile. The subscriber folder and each of theassociated profiles or sub-profiles, is associated with the ANIs of thephones registered with the account. The information may be organized inother ways, as well.

[0049] A subscriber folder may include a private directory in the formof a contacts folder, for example. The folder may contain the name,address and numbers of communications devices, such a phones, of partiesto which the subscriber would like ready access. Authorized parties mayenter contact information through one or more graphical user interfacesvia personal computer 42 and the Internet 46, for example. Suchdirectories are discussed in more detail in application Ser. No.09/441,656, filed on Nov. 12, 1999, which is assigned to the assignee ofthe present invention and is incorporated by reference herein.

[0050] Subscriber folders and other such information may also be storedlocally at one or more of the IASCs 22 through 28, as described in the'230 application. Local storage may speed access to the information by arespective IASC 22 through 28. The folders and information at differentIASCs may be synchronized. Synchronized databases provide necessarybackup as well as support to roaming mobile device users.

[0051] Web server 36 is coupled to information server 32 and/or otherservers. Subscriber account information, such as bills, and informationabout system 10 may be stored in web server 36. A subscriber may accesssystem 10 via a network, such as the Internet 46, via personal computer42 or other such communications device, to access bills, changepreferences, obtain information, etc. Access to system 10 may be at apredetermined uniform resource locator (URL) or website, for example.Such a website may be provided by web server 36 or by another serverconnected to the Internet 46. Web server 36 may be coupled to system 10at other locations, as well.

[0052] Billing platform 50 may comprise a call detail record (“CDR”)database 52, a billing compiler 54 and a billing server 56. Billingplatform 50 generates billing records, which may be bills or precursorsto bills, from event records, such as call detail records (“CDRs”),generated by IASCs 22 through 28 to document the events occurring duringa call. An “event” may be any activity at the call center related tohandling of the call. Each “event” during the course of a call may causegeneration of a CDR by a component of the call center involved in thatevent. For example, upon receipt of a directory assistance call, acarrier switch may generate a CDR and direct the call to one of theIASCs 22 through 28. Other examples of events that may cause generationof a CDR include queuing a call while waiting for an operator to becomeavailable, connecting the call to an available operator, conducting asearch of a database for directory assistance or other services,activating a voice response unit (VRU), connection to a destinationnumber, etc. The generation of CDRs for such events is described incopending application Ser No. 09/777,061, filed on Feb. 5, 2001, whichis assigned to the assignee of the present invention and is incorporatedby reference, herein. Billing platform 50 may be part of informationassistance service system 10 or part of a network carrier. It may alsobe a third party contracted to compile information for bills, contractedby system 10.

[0053] The CDR or CDRs generated during a communication contain thecommunication related information necessary to compute a bill for thecommunication, such as call duration, toll connection, informationassistance service, and the type and/or class of information serviceprovided, to the extent that charges vary depending upon the type ofinformation service provided. CDRs are sent to billing platform 50,which compiles the CDRs for each call and for calls for each customer.

[0054] CDR database 52 collects and stores CDRs generated by IASCs 22through 28. Billing compiler 54 is a processor or computer that compilesCDRs related to the same call and to the same customer. CDRs related tothe same call may be identified by a common identification numberassigned to each CDR by an IASC 22 through 28 handling a particularcommunication, as described below. CDRs related to the same subscriberaccount may be identified by the ANI of the phone registered with thesubscriber's account, for example, and incorporated in the CDR. Acustomer may have multiple phones with respective ANIs and/or othercommunications identifications registered with the account. Each ANI maycause generation of a separate bill or the charges for each phone may becompiled into a single bill. While a single CDR database 32, billingcompiler 34 and CDR server 36 are shown, it is understood that multipledatabases, compilers and servers may be used.

[0055] Billing server 56 generates a billing record, which may be acustomer bill, or a precursor to a customer's bill, based on thecompiled CDRs. Billing server 36 computes appropriate charges for eachcommunication based on stored rate information and the CDRs, formatseach bill and prints the bill to be mailed to a customer. An electronicbill may be generated instead of or along with the printed bill, forbeing e-mailed or otherwise sent electronically to the customer. Thebill may also be made available through a website of the communicationsservice, for example, in accordance with an embodiment of the presentinvention, as discussed further below. Billing server 56 also stores thegenerated bills and the underlying CDRs in appropriate memory (notshown) for later reference.

[0056] Billing platform 50 may be part of information assistance servicesystem 10, part of a carrier, and/or it may be a third party. If billingplatform 50 is part of a third party, a precursor to a bill, a billingrecord, is typically generated by billing server 56. The billing recordis provided to information service system 10 for final formatting andpresentation to a customer, by mail, e-mail or through the website.While a single CDR database 32, billing compiler 34 and CDR server 56are shown, it is understood that multiple databases, compilers andservers may be used.

[0057]FIG. 2 is an example of an FASC 100 (generically representing eachof IASC 22 through 28), embodying the principles of one embodiment ofthe invention. IASC 100 provides information assistance services andenables the name and/or address or other such indicator of a partycalled or a party whose number is requested, to be provided in a billingrecord, in accordance with an embodiment of the invention. IASC 100includes information assistance service provider (“IASP”) 102 andservicing platform 104. Servicing platform 104 may be part of orseparate from IASP 102. Servicing platform 104 may be located in thesame geographic area as or in a different geographic area than theassociated IASP 102.

[0058] Servicing platform 104 includes an interface, such as a servicingswitch 106, and a switch host computer 108. Switch 106 is a conventionalswitch connected via one or more external T1 links 110, includingdigital T1 links, to one or more carrier networks (not shown in FIG. 1).T1 links 110 may be voice, data or video connections through whichincoming and outgoing voice, data, and/or video communications can bemade. Outgoing communications may be placed over the same or differentcarrier networks than the carrier network on which the incomingcommunication was received. Switch 106 includes digital signalprocessing circuitry (DSPs). Thus, switch 106 can be programmed andreprogrammed to function as, among other things, call progress analyzers(CPAs), call progress generators (CPGs), multi-frequency (MF) tonegenerators/detectors, dual-tone multi-frequency (DTMF)generators/detectors, and/or conferencing units, depending upon thedemand placed on IASP 102 and switch 106 for each correspondingfunction.

[0059] Switch host computer 108 may be programmed to control theoperation of servicing switch 106, as well as the operation of thecomponents of IASP 102 described below. Switch host computer 108includes memory 108 a. Switch host computer 108 and switch 106 may beprivate branch exchange (“PBX”) components. In FIG. 9, in contrast, anIASP 900 is shown without a PBX switch and host computer.

[0060] IASP 102 includes operator devices, such as operator telephones112 and operator terminals 114, handled by a respective operator. Eachterminal 114 may include memory 114 a, and a monitor, mouse and keyboardwith associated dialing pad (not shown). Operator telephones 112 arecoupled to channel bank 116 in IASP 102. Channel bank 110 is coupled toswitch 106 in servicing platform 104 via an internal T1 link 110.

[0061] Operator terminals 114 are coupled over data network 118 todatabase server 120, which is coupled to directory assistance database122. While only one database server 120 and database 122 are shown inFIG. 2, multiple servers and/or databases may be provided. Terminals 114are generally provided with web browsing capabilities, telephonefacilities and fully-featured operator user interface applications,which facilitate the searching, retrieval and administering of database122 through database server 120.

[0062] Data network 118 includes, but is not limited to, a LAN. The LANmay connect to other similar remote LANs to form WAN 40 in FIG. 1. LANsmay be connected to one another and/or to the Internet via routersand/or other conventional means. Thus, data network 118 enables anoperator to access public directory information, private directoryinformation, and/or other information available over the Internet.

[0063] An operator may submit a request for a party's phone number(wireline or wireless), or other such communications number of a party'scommunications device, to database server 120 through operator terminal114. Database server 120 may search directory assistance database 122 inresponse to the request. If a number is located, it is retrieved bydatabase server 120.

[0064] If system 10 is voiceprint capable, IASP 102 may also includeprofile gateway 124 coupled to data network 118. Profile gateway 124contacts information hub 30 to request information about a subscriber,such as a subscriber profile. Profile gateway 124 may comprise interface126, processor 128 and memory 130, as shown in FIG. 3. Memory 130 heregenerically includes disks, caches and volatile and non-volatile memory.Subscriber profiles and profile gateway are discussed in more detail incopending application Ser. No. 09/865,230, filed on May 25, 2002, whichis assigned to the assignee of the present invention and is incorporatedby reference, herein.

[0065] IASP 102 may also include voice service (VRU) 134, which is alsocoupled to data network 118. Voice server 134 plays the constantlyrepeated parts of an operator's speech, namely, the various greetingsand signoffs (or closings), and the retrieved telephone number of theparty requested by the customer, under the control of switch hostcomputer 107. Voice server 134 may also have voice recognitioncapability, so that it can interpret verbal statements made by acustomer. For example, instead of connecting a call to an operator,switch host computer 108 may connect the call to voice server 134, whichmay request that the customer recite a requested party's name, asdiscussed further, below.

[0066] Voice server 134 may comprise a general purpose computerincluding memory 134 a and one or more voice cards for voicerecognition, voice recording and playback, and call progress analysis.Voice server 134 is connected to servicing switch 106 via a T1 line 110.If more than one Voice server 134 is provided, each one is connected toswitch 106 via a separate T1 link. Voice server 134 is also coupled toswitch host computer 108 through data network 118.

[0067] At appropriate stages in a call's progression, host computer 108initiates a voice path connection between voice server 134 and switch106, such that the customer or the customer and the operator are able tohear whatever pre-recorded speech is played on that connection by voiceserver 134. Computer 108 then instructs voice server 134, via datanetwork 118, what type of message to play, and passes data parametersthat enable voice server 134 to locate the message appropriate to thecall state.

[0068] In a voiceprint capable system, voiceprint gateway 136 isprovided to receive, record and digitize a voiceprint received from acaller. Voiceprints for use in developing a voiceprint sample or modelfor comparison to later received voiceprints, are also received andprocessed initially by voiceprint gateway 136. Voiceprint gateway 136may be structurally similar to voice server 134 and their functions maybe combined. Voiceprint gateway 136 may play instructions to a caller,as well, such as asking the caller to repeat a passphrase/password, forexample, so that a voiceprint may be collected. Voice server 134 may becoupled to servicing switch 106 through voiceprint gateway 136, insteadof being directly connected to it, as shown in FIG. 2.

[0069] As shown in FIG. 4, voiceprint gateway 136 may comprise computer138, such as a general purpose computer. One or more voice cards 140 andmemory 144 are coupled to computer 138. Voice card 140 may includedigitizer 142. As above, memory 144 generically includes disks, cachesand volatile and non-volatile memory. Voiceprint gateway 136 is coupledto servicing switch 106 via one or more T1 links 110 and to data network118. Voiceprint gateway 136 may be a LINUX server running suitable voicerecognition or speaker identification software. For example, thevoiceprint gateway 136 may run SpeechSecure™, available from SpeechWorksInternational, Inc., Boston Mass. Exemplary patents related to speechverification include U.S. Pat. No. 6,519,561, U.S. Pat. No. 6,480,825,U.S. Pat. No. 6,038,528, U.S. Pat. No. 5,862,519, U.S. Pat. No.5,839,103, U.S. Pat. No. 5,634,087, and U.S. Pat. No. 5,634,087, whichare incorporated by reference, herein. Suitable software may also beobtained from Nuance Communications, Inc., Menlo Park, Calif., forexample.

[0070] Verbal utterances of a subscriber to system 10 may be collectedduring phone registration of the subscriber (or at a later time) toderive voiceprint samples. Voiceprint gateway 136 may be conferencedinto the call, and request the new subscriber to repeat a passphrase orpassword several times, such as three times, for example. The passphraseor password is recorded and digitized by voiceprint gateway 136. Thedigitized voiceprints are encapsulated in a Voice XML file and sent toinformation server 32 with instructions that the voiceprints are to beprocessed to form voiceprint samples. Information server 32, which alsoruns SpeechWorks(™) or other appropriate software, creates amathematical representation of the voiceprints to form a voiceprintmodel or sample, and stores the voiceprint sample. Voiceprint gateway136 or voice server 134 may process the voiceprints into voiceprintsamples, instead of or along with information server 32, as well.Preferably, the voiceprint sample is stored in information database 34as part of the subscriber profile in a folder for the new subscriber.Alternatively, voiceprints may be collected in a text independent modeas the subscriber responds to questions posed by the operator, voiceserver 134 or voiceprint gateway 136. Use of voiceprints incommunications systems, including derivation of voiceprint samplesthrough repetition of a passphrase/password in a text independent mode,is discussed in more detail in application Ser. No. 10/403,207, filed onMar. 31, 2003, which is incorporated by reference, herein. Thecollection of additional text independent voiceprints during subsequentconversations between a user and system 10 to derive voiceprint samplesis also discussed therein.

[0071] If multiple parties are registering under the same account,verbal utterances of each registered party may be collected andprocessed in turn. Each registered party may also establish otherpreferences, such as how they wish to be addressed by the operator andwhat language they prefer when dealing with system 10, for example. Thevoiceprint sample identifying information and preferences of eachregistered party to the account are preferably associated with separatesubscriber profiles or sub-profiles within the subscriber folderassociated with the account. The subscriber folder, and hence each ofthe profiles or sub-profiles, is associated with the ANI of the phonesregistered with the account. The information may be organized in otherways, as well.

[0072] The passphrase or password or the text independent verbalutterances, is recorded and digitized by voiceprint gateway 136. Thedigitized voiceprints are represented by an XML file and sent toinformation server 32 with instructions that the voiceprints are to beprocessed to form voiceprint samples. Information server 32, which alsoruns SpeechWorks(™) or other appropriate software, creates amathematical representation of the voiceprints to form a voiceprintsample, and stores the voiceprint sample. Preferably, the voiceprintsample is stored in information database 34 as part of the subscriberprofile in a folder for the new subscriber.

[0073] To access IASC 100 of information assistance service system 10,customers of a particular telephone carrier or company may dial, speakor otherwise communicate the access digits, access codes or retailnumbers established for information assistance by that carrier to accessinformation assistance service system 10. For example, the predeterminedaccess digits may be “411,” “*555,” “555-1212,” “1-800-555-1212,” “00,”or other designated access numbers. Upon receiving such access digitsfrom a customer's communications device, the participating telephonecarrier's switching system routes the call to an IASC 100 of informationassistance service system 10 (via a T1 link), where it appears as anincoming call. Customers and other users of information assistanceservice system 10 may also call the system directly, in which case thecall is also received by servicing switch 106 along one of the T1 links110.

[0074] To connect a call to an IASC 100, a carrier network switch (notshown) of a participating carrier sends call setup signals containingdata concerning the call, such as an ANI of the originatingcommunications device, a dialed number identification service (DNIS)string identifying the dialed telephone number or other suchcommunications number, the area of the call's originating site, and/or acustomer identification number assigned by the carrier, to servicingswitch 106. The received set-up signals are monitored and processed byswitch host computer 108, which assigns a call sequence number to thecall to uniquely identify the call within the information assistancesystem 100. A CDR is created for each call by switch 106, based on thisinformation.

[0075] System 10 uses several criteria to identify a caller as asubscriber to the system before providing service to a subscriber.Preferably, at least two criteria must be met to verify the identity ofa caller as a subscriber. In one example, the first criteria is a phonenumber or other such identifier of a phone registered with system 10. Anidentifier in the call set-up signals, such as the ANI, is identifiedand if the phone is registered with an account with the system, thephone and the associated account is identified. The DNIS may also beused under certain circumstances, as discussed above. A caller may alsoinform an operator of system 10 of a phone number of a registered phone,verbally. For example, if a caller is not calling from a registeredphone, an operator or voice server 134 may request that the callerprovide a number of a registered phone. The caller is therebypreliminarily identified as a particular authorized user (if there isonly one user associated with the account), or as one of a limitednumber of authorized users associated with the account.

[0076] In this example, system 10 is a voiceprint capable system and thesecond criteria is the voiceprint of the caller. To verify that thecaller is the preliminarily identified user or to identify the caller asa particular one of several authorized users, a voiceprint of the calleris compared with a stored voiceprint sample or samples of authorizedusers associated with the account to determine if there is an acceptablematch.

[0077] In this example, if a voiceprint sample is not available or ifvoiceprint analysis is not conclusive, a third criteria may be otheridentifying information, such as a PIN, the user's mother's maiden name,etc. Preferably, either the first and second or the first and thirdcriteria are used to verify identity. It is preferred not to use thesecond and third criteria together to verify identity. If system 10 isnot voiceprint capable, the PIN is used as the second criteria and otherinformation, such as mother's maiden name, may be used as a thirdcriteria. This verification process will now be described in moredetail.

[0078] To preliminarily identify the caller as a subscriber, switch hostcomputer 106 may extract the ANI from the call setup signals andtransmit the ANI to components of IASC 100, including profile gateway124, through data network 118. Interface 126 of profile gateway 124 mayreceive the ANI and convey the ANI to processor 128. Processor 128 thenrequests information server 32 of information hub 30 (see FIG. 1) for asubscriber folder associated with the ANI or other such identifier inthe call set up signals, via WAN 40. Information server 32 then searchesinformation database 20 for such a subscriber folder. If a folder isfound, it is sent to profile gateway 124, via WAN 40. The folder may bestored in memory 130.

[0079] If there is only one subscriber associated with the subscriberfolder (and associated account), then system 10 preliminarily identifiesthe caller as that subscriber. If there are multiple parties associatedwith the folder (account), then system 10 has preliminarily identifiedthe caller as one of those multiple parties.

[0080] The call may then be directed to an operator device, such asoperator telephone 112 and operator terminal 114 of an availableoperator, by switch 106 under the control of switch host computer 108.Information in the subscriber folder, such as the subscriber's name andpreferences, is made available to an operator from profile gateway 124via their respective terminal 116.

[0081] Automatic call distribution (ACD) logic, which may reside inswitch host computer 108 or elsewhere in system 100, may be used toqueue (if necessary) and distribute calls to available operators atoperator devices in the order in which they are received, to evenlydistribute the call traffic among the operators. Other distributionlogic schemes may be used, instead, such as skills-based routing or apriority scheme for preferred callers.

[0082] To confirm the identity of the caller as the preliminarilyidentified subscriber, or to identify the caller as one of the multipleparties to the account, the operator may ask for a PIN or other suchidentifying information. If system 10 is voiceprint capable, theoperator may ask the subscriber to state their passphrase or password toverify their identity. Voiceprint gateway 136, which may be conferencedinto the call, receives and digitizes the passphrase or password to formthe voiceprint. The voiceprint is encapsulated within a Voice ExtensibleMarkup Language (“Voice XML”) file and sent to information server 32with instructions to compare the voiceprint to the voiceprint sample ormodel in (or associated with) the subscriber folder in informationdatabase 34 identified through the ANI (and already provided to profilegateway 124). The digitized voiceprint is compared to the voiceprintsample to yield a statistical measure of the correspondence between thetwo. The measure may be a confidence score, for example, indicative ofthe degree of correspondence between the received voiceprint and thestored voiceprint sample. The confidence score may be compared to athreshold to determine if the degree of correspondence is sufficient toconclude that the voiceprint and the voiceprint sample are from the sameparty, with an acceptable degree of certainty. If a score is below thethreshold, the identity of the caller as a particular subscriber is notconfirmed. The operator may then ask the caller for other information toconfirm their identity, such as a PIN, name, address, mother's maidenname, etc. Voiceprint gateway 136 or voice server 134 may also comparethe voiceprint to the voiceprint sample and compare the resultingconfidence score to the threshold.

[0083] An upper and a lower threshold may be provided defining threeranges. If the confidence score is greater than or equal to the upperthreshold, the identity of the caller as a particular subscriber isconfirmed. If the confidence score is below the lower threshold, thetest is failed and service will not be provided, unless the callerprovides additional information to satisfy the operator that the calleris who they purport to be. For example, the caller could provide a name,PIN and mother's maiden name. If the confidence score is greater than orequal to the lower threshold but less than the upper threshold, theresults are ambiguous and the operator, voice server 134 or voiceprintgateway 136 may ask the caller to repeat the passphrase/password orprovide other information, such as a PIN. On a scale of 0.0 through1,000.0, the upper threshold may be 600 and the lower threshold 350, forexample.

[0084] If there is only one subscriber to an account, then thevoiceprint received from the caller need only be compared to the onevoiceprint of that subscriber. In this case, the voiceprint verifies theidentity of the subscriber, who has been preliminarily identified basedon the ANI or other such identifier of the subscriber's phone.

[0085] If there are multiple parties to the account, such as familymembers or employees of a business, there may be multiple voiceprintsamples in or associated with the account. The received voiceprint maybe compared to each voiceprint sample and the identity of the caller maybe determined based on the voiceprint sample with the highest confidencescore greater than or equal to the threshold. Multiple thresholds may beused, as described above. In this way, a caller may be identifiedwithout requiring input of a PIN or other such information.

[0086] If a subscriber is calling from a public phone or another party'sphone who is not a subscriber to system 10, the ANI of the phone willnot be correlated with a subscriber account. In that case, the operator,voice server 134 or voiceprint gateway 136 may then have to ask foridentifying information, such as the caller's name or phone number ofthe phone registered with the system. The caller's voiceprint may thenbe used to verify the identity of the caller. Further information may berequested to verify the identity of the caller, such as the user's PIN,password, mother's maiden name, etc. The voiceprint may then be used, ifdesired, to provide further verification that the caller is thesubscriber corresponding to the PIN, etc.

[0087] If the caller is using another subscriber's phone, then thesystem will preliminarily identify the caller as that other subscriber.The voiceprint of the caller should not, however, sufficientlycorrespond to the voiceprint of the other subscriber and the identity ofthe caller as the subscriber will not be verified. Again, the operator,or voice server 134 or voiceprint gateway 136 may then ask the callerfor the caller's name and/or phone number of a registered phone. Thevoiceprint and/or other identifying information may then be used toverify the identity of the caller, as discussed above.

[0088] Voiceprints work best in identifying one out of a limited numberof parties. In most cases, the ANI will narrow the class of probablecallers to the one or limited number of parties associated with anaccount. The voiceprint of the caller may then be used to readily andquickly verify the identity of the one party or determine which one of alimited number of parties is the caller. If there are too many partiesassociated with the account to match a voiceprint in a reasonable amountof time, it may still be necessary for an operator or voice server 132to intervene and request additional information. A voiceprint may becompared to up to about 25 voiceprint samples in a reasonable amount oftime with acceptable accuracy for a typical information assistancesystem, for example.

[0089] After verification of the identity of the subscriber, theoperator may address the subscriber by the name found in the subscriberfolder. The subscriber may then request information assistance, such asthe phone number and/or address, of a party. The subscriber may alsomake a concierge request for the identity (the name, address, and phonenumber for example) of a provider of particular goods and services,including food and entertainment services.

[0090] The operator may enter the name of the requested party into afield of a graphical user interface (“GUI”), which may be a formtemplate appearing on the display of the operator's terminal 116,through a keyboard or other such input device. The entered name isstored in memory 114 a in a location corresponding to the name field ofthe GUI. The operator submits the requested party's name to databaseserver 120 via data network 118 by clicking on a button or tab on thescreen or depressing a key on the keyboard. Database server 120 storesthe name in memory 108 a and conducts a search of directory database 122for a communications number associated with the name. The name may bestored in switch host computer memory 108 a when the name is submittedto database server 120, as well. Database server 120 may not find acommunications number corresponding to the exact name given by thecustomer, in database 122. The name might be in a different form. Forexample, in the database, only the first initial of the first name maybe stored with the last name. The customer may give a nickname insteadof the full first name, as well. Database server may store the name asit appears on the database in memory 120 a, as well as the name given bythe customer. The name inserted into the CDR, and ultimately the bill,is preferably the name given by the customer, which is input to IASC 100and stored in memory. Alternatively, the name as it appears in thedatabase may be used, instead. In that case, the name may be retrievedfrom the database, stored in memory and copied into an event record.

[0091] If a phone number or other such communications numbercorresponding to the requested party's name is found, the number may bestored in memory 120 a and may then be sent to the requesting operatorterminal 114 by database server 120. The retrieved number may be storedin memory 114 a and displayed on the operator's monitor. The customermay be verbally informed of the number by the operator. Alternatively,the number may be provided to voice server 134 via switch host computer108, and stored in memory 134 a. Voice server 134 may then generate amessage reciting the number. The name may be input by a customer using akeypad on their communications device, as well.

[0092] The information assistance call may then be terminated or thecustomer may be given the option of being connected with thecommunications number (i.e. telephone number) of the requested party, asis known in the art. The option may be presented by the operator or byvoice server 134. The customer may accept the option by a verbalindication to the operator or voice server 134 or by entry of datathrough the customer's phone or other communications device. Entry ofdata may involve depression of one or more particular keys on a keypadof the communications device, for example. If the call is connected tothe requested party, servicing switch 106 may send call setup signalsfor the call, including the requested party's number as a DNIS, to acarrier switch for connection to the requested party. Alternatively,system 10 may connect the call to the requested party via servicingswitch 106. The information assistance call is completed. The connectionbetween the customer and system 10 may be terminated or it may bemaintained in order to provide additional information assistance via thewell-known StarBack® feature.

[0093] Instead of connecting the call to an operator at an operatordevice, switch host computer 108 may connect the call to voice server134 to request verbal input of a requested party's name or conciergerequest and/or to present other options, as is known in the art. Ifvoice server 134 can identify the name, the name is stored in voiceserver memory 1 22 a and conveyed to data server 120 via data network118, to conduct a search, as described above. If voice server 122 cannotidentify the requested party's name, the call is connected to anoperator device by switch host computer 108 for handling by an operator.

[0094] To make a concierge request, the subscriber may request theidentity of a provider of a particular good or service, such as aprovider of men's clothing or a movie theater in a particular area. Theoperator may insert the request into another field of the GUI, or use adifferent GUI, to input the request. The request may be similarly storedand provided to database server 120 to conduct a search of directoryassistance database 122. Directory assistance database 122, which may bea typical directory assistance database, may be augmented to includeinformation to address concierge requests, as well.

[0095] As discussed above, each component of IASC 100 involved in an“event” or activity may generate an event record or CDR to document theevent and provide data for billing. For example, when a communication isreceived, servicing switch 106 may generate a CDR, under the control ofswitch host computer 108. When the communication is connected to anoperator telephone 112 and terminal 114, terminal 114 or switch hostcomputer 107 may generate a CDR. If the call is queued, switch hostcomputer 108 may generate a CDR. When the operator sends a searchrequest such as a search for a phone number corresponding to a requestedparty's name, terminal 114 may generate a CDR. When database service 120conducts a search, database server 120 may generate a CDR. Generation ofmultiple event records is discussed in application Ser. No. 09/777,061,filed on Feb. 5, 2001, assigned to the assignee of the present inventionand incorporated by reference, herein.

[0096] A CDR may include an indicator of the requested party, such asthe requested party's name and/or address, facilitating generation of abill including the indicator. CDRs are generated by multiple respectivecomponents of IASC 100, as described above and in application Ser. No.09/777,061, or only one CDR is generated, such as by servicing switch106. If multiple CDRs are generated by multiple components of IASC 100,any one including an indicator of the requested party may be used toprovide the requested party's name to billing platform 30. An originalCDR may be generated including a name field. The name field may bepopulated, along with other fields of the CDR, when the CDR is firstgenerated. The generation and population of the CDR may take place inreal-time, while the communication is being handled by IASC 100. It isnot, therefore, necessary to modify a CDR later, during bill processing,as in the prior art. In other words, an indicator, such as a name and/oraddress, may be inserted into an original CDR.

[0097] An example of a method for inserting an identifier of a partythat is the subject of an directory assistance search, will now bedescribed with respect to the flowchart 200 of FIG. 5. Upon receipt of arequest for the phone number of a party from the customer, the name of arequested party is stored in step 202. The name may be stored in memoryI 14 a when the operator enters the requested party's name into a fieldof a GUI, through a keyboard or other such input device, for example. Ifthe communication is being handled by voice server 134, the requestedparty's name may be stored in voice server memory 134 a.

[0098] A search for the requested party's phone number or other suchcommunications number is conducted in step 204. A request for a party'saddress may also be made. For example, the operator may submit therequested party's name entered in the GUI to database server 120 viadata network 118 by clicking on a button or tab on the GUI or bydepressing a key on the keyboard. If the requested party's name has beensubmitted to voice server 134, the name may be conveyed from voiceserver memory 134 a to data server 120 via data network 118. The namemay be stored in memory 120 a in database server 120, which thenconducts a search of directory database 122.

[0099] The number of the requested party is stored in step 206. Forexample, the number may be initially stored in memory 120 a of databaseserver 120. It may then be conveyed via data network 118 to memory 114 ain the operator terminal 114 and displayed to the operator, or to memory134 a in voice server 134, for example. The number may also be conveyedto memory 108 a in switch host computer 108.

[0100] The customer is informed of the number in step 208. The customermay be informed verbally by the operator, who may read the numberdisplayed at terminal 114, or by a message generated by VRU 122.

[0101] After the number of the requested party is provided to thecustomer in step 208, the customer may be given the option of beingconnected with the located number, in step 210. The option may bepresented by the operator or voice server 134. The customer may selectone of the options by a verbal indication to the operator or voiceserver 134 or by entry of data through the customer's phone or othercommunications device. Entry of data may involve depression of one ormore particular keys on a keypad of the communications device, forexample.

[0102] If the customer accepts the option, the call is connected to thenumber, in step 212, via a carrier network, as is known in the art. Thecommunication with IASC 100 is terminated and the requested party's namemay be inserted into a CDR, in step 214. The operator may terminate thecommunication by clicking on a COMPLETE button or tab on the GUI ordepressing a key on the keyboard, for example. The communication betweenthe customer and the IASC 100 is then disconnected. In step 214, therequested party's name may be transferred from the field in the GUI to aname field in the CDR upon the operator's indication of the completionof the communication or upon the disconnection of the communication, byterminal 114 or switch host computer 108.

[0103] If the customer declines the option of being connected to therequested party in step 210 or if the system does not offer that option,the call is terminated and the requested party's indicator, such astheir name and/or address, may be inserted into a CDR in step 214 byswitch 106, for example, as discussed above.

[0104] The requested party's name may be inserted into a CDR at othersteps in the process, in addition to or instead of in step 214. Forexample, if the components of IASP 100 have the capability of generatingCDRs, as described in application Ser. No. 09/777,061, described in moredetail above, operator terminal 114 or voice server 134 may copy therequested party's name from memory 114 a or 122 a, respectively, into aCDR under the control of switch host computer 108, after the requestedparty's name is stored in step 202. Database server 120 may copy therequested party's name from memory 120 a into a CDR during documentationof the conducting of a search or the retrieval of a number, after step204 or step 205. Database server 120 may copy the requested party'saddress from database 120 a into memory 120 a and into a CDR, as well.Switch host computer 108 could also acquire the requested party's name,store it in memory 108 a and copy it into a CDR at any point.

[0105] The CDR is sent to a billing platform in step 216. As discussedabove, the billing platform, such as billing platform 30, may be part ofthe information assistance service system 10, a carrier or a thirdparty.

[0106] As discussed above, billing platform 30 may generate final billsor precursors to bills. Information assistance service system 10 mayoffer to provide billing entries with indicators, such as a party's nameand/or address, as an option to customers. Customers may select anoption among the following, for example: 1) providing both name andaddress, 2) providing the name or address, 3) providing anotherindicator or 4) providing no indicators. The customer may make such aselection during registration or any time after that. The customer maychange their selection at any time. Based on the option selected by thecustomer, information assistance service system 10 may format a billinto a final form.

[0107] After the call is connected to the requested party via a carriernetwork in step 212, the carrier network will also generate CDRs relatedto the call. IASC 100 may pass the name and/or address of the requestedparty to the carrier network, along with the requested party'scommunication number, in the call setup signal stream typically providedby IASC 100 to the carrier network to enable call connection, via switch106. The name and/or address may also be provided to the carrier networkby IASP 100, via an Internet Protocol Detail Record (“IPDR”), sent viadatabase network 118, which the carrier network can correlate with theCDRs it generates. For example, the IPDR and CDRs generated by thecarrier network may be correlated through the ANI of the customer andthe time and date of the call and/or the call sequence number assignedto that communication. Alternatively, the carrier network may acquirethe name and/or address of the party to whom the call is being connectedby searching a database, as discussed below.

[0108] As mentioned above, the customer may be connected back to theinformation assistance service system in accordance with the Starback®Service offered by the assignee of the present invention and describedin U.S. Pat. No. 5,797,092, for example, which is assigned to theassignee of the present invention and is incorporated by referenceherein. CDRs would typically be generated to document the connectionback to the system. If the customer requests a new search for acommunications number associated with a third party, CDRs may begenerated including an indicator associated with the third party, suchas a name and/or address of the third party, by repeating the steps ofmethod 200.

[0109]FIG. 6 illustrates an example of a CDR 400 that may be generatedby IASC 100 to document an information assistance search during aninformation assistance call. The CDR may include multiple fieldsdescribing an information assistance communication. Specifically,EVENT_MONITOR_ID field 402 contains a sequence of alphanumericcharacters uniquely identifying CDR 400. SUBSCRIBER_MDN field 404identifies the telephone number of the customer who made the informationassistance call, i.e., the automatic number identification (ANI).IN_SPAN field 406 identifies the T1 span 110 transporting the incomingcommunication of the information assistance call.

[0110] EVENT_CLASS_ID field 408 is an optional field that may be used toidentify a class of an event where CDRs are generated for multipleevents, as described in application Ser. No. 09/777,061, discussedabove. For example, the value “30” in field 211 in this instance,corresponds to a SEARCHES class. Other values for field 211 maycorrespond, e.g., to CALL PROCESSING, VALUE ADDED SERVICE and LOCALSERVICES classes. Another field, here EVENT_TYPE_ID field 410, specifiesone of the event types within the class identified by the value in field408. For example, the value “105” in field 410 in this instance,corresponds to a search for a number of a requested party event withinthe SEARCHES class. Similarly, other values for field 410 correspond todifferent types of events in an identified class.

[0111] CDR_CALL_SEQ_NMBR field 412 contains a sequence numberidentifying the information assistance call in question. If multipleevent records are generated in the same information assistancecommunication to document different events taking place during thecommunication, as described in application Ser. No. 09/777,061, forexample, they would share the same value in field 412. In that way,billing compiler 34 may identify and compile event records related tothe same communication, as discussed above. Sequence numbers aregenerated and assigned by switch host computer 107, when the informationassistance call is initially received by service switch 106. Hostcomputer 107 then transmits the sequence number to switch 106, and anyother component in IASC 100 that may generate an event record. Forexample, the sequence number for a call may be transmitted to operatorterminal 114, voice response unit 122 and database server 120 to beincorporated in any CDR they generate, for that particular call.

[0112] In accordance with an embodiment of the invention, NAME field 414contains a name of a requested party. As discussed above, terminal 114,database server 120, VRU 134 and/or switch host computer 108 maygenerate a CDR and populate NAME field 414. If the service provided bysystem 10 was responding to a concierge request, an identifier of theconcierge request, such as the type of goods or services requested orthe name of the identified provider, may be inserted into NAME field414. Alternatively, a separate field may be provided to identifyconcierge requests.

[0113] IN_CHANNEL field 416 identifies the channel (within the Ti spanidentified by IN_SPAN field 406 described above), which the incomingcommunication of the information assistance call traverses. OUT_SPANfield 418 identifies the Ti span transporting the outgoing communicationof the information assistance call, if any. OUT_CHANNEL field 420identifies the channel (within the T1 span identified by field 418)which the outgoing communication of the information assistance calltraverses, if the communication is connected to the requested party'scommunications number, for example.

[0114] An optional ADDRESS field 422 may contain the address of therequested party. CITY field 424 contains the name of the city, such asNew York, in which the requested party is located. STATE field 426contains the name of the state in which the requested party is located.CARRIER_ID field 428 identifies the network carrier used to connect thecall. For example, the value “79” in field 424 identifies AT&T Corp. asthe carrier in this instance. DATA_SOURCE_ID field 430 identifies thecomponent of IASC 100 generating record 400. EVENT_START_TIME field 432indicates the start time of the communication event in question. Itshould be noted that the value in field 432 corresponds to a UNIX“epoch” time, i.e., the number of seconds elapsed from Jan, 1, 1970.Similarly, EVENT_END_TIME field 434 indicates the end time of the eventin question. Thus, with such event start and end times, the duration ofthe event in question can be determined, which may be used in computingcharges for that call. OPERATOR_LOGIN_ID field 436 identifies theoperator handling the event. The REQUESTED_PARTY'S_NUMBER field 438 maycontain the retrieved number of the requested party.

[0115] Records of events which occurred in a call may be correlated bythe same sequence identification number, such as CDR_CALL_SEQ_NMBR field412 in FIG. 4, identifying the call. Each information assistance call isassociated with customer information, such as ANI or SUBSCRIBER_MDNfield 404 information as shown in FIG. 4, and/or a customeridentification number assigned by the carrier.

[0116] Other fields, different fields and fewer fields may be providedin CDR 400, as desired or needed by the communications system. CDR 400includes all information necessary for computation of charges by billingplatform 50 for each call, so that bill processing may be readilyperformed.

[0117] IASC 100 may readily insert a terminating party's name into aCDR, such as CDR 400, since the requested party's name is provided bythe customer. FIG. 7 is a block diagram of a system enabling a telephonecarrier network, such as Verizon Communications, which also generatesCDRs to document events in processing communications between parties, toidentify and convey an indicator of the called party, such as the calledparty's name and/or address, into a CDR during processing of acommunication, in accordance with another embodiment of the invention.In that way, telephone bills itemizing calls made through the carriermay also include the called party's name in the bill.

[0118] Carrier network 502 includes carrier switch 504 and controldevice 506 with memory 506 a. Control device 506 may be a computer orprocessor, for example. Carrier switch 504 is connected through a dataconnection 508 to DIP database system 510, which provides a name and/oraddress of a party corresponding to a given communications number, uponrequest. DIP database system 510 includes an interface 512, an engine514 with memory 514 a and a database 516. DIP database system 510 may bepart of the carrier network 502 or may be a third party system.

[0119] Database 516 correlates communications numbers, such as phonenumbers, with the names of party's associated with respective numbers,and their addresses. It may be a directory assistance database, forexample. While a directory assistance database is typically adapted tobe searched for a communications number associated with a given name,database 516 may already be adapted to, or may readily be adapted to, besearched for a name associated with a communications number (“reversesearch”). Requests for a name and/or address associated with acommunications number are received by interface 512 and conveyed toengine 514, where the name and address are stored in memory 514 a.Engine 514 searches database 516 for a name and/or address associatedwith the number. Engine 514 may be a processor, computer or server, forexample.

[0120] Identified names and/or addresses are provided from DIP database516 to engine 514, which stores the indicator in memory 514 a andprovides the indicator to carrier switch 504 via interface 512 and dataconnection 508. The indicator may be stored in memory 506 a, forexample. Carrier switch 504 typically generates an event record, such asa CDR, under the control of control device 506. In accordance with thisembodiment of the invention, the party's name and/or address stored inmemory 506 a is copied into an appropriate field in the CDR.

[0121] This process preferably takes place as carrier switch 504connects the calling party to the communications number of the calledparty. The CDR in FIG. 6 may be readily modified by eliminatinginapplicable fields and adding new fields for use as a CDR in a carriernetwork system.

[0122] Billing platform 518 is coupled to originating switch 504.Billing platform 514, which may have the same configuration as billingplatform 50 in FIG. 1, collects, stores and compiles CDRs and generatesbills based on the CDRs, as discussed above. Billing platform 518 may bepart of carrier network 502 or may be part of a third party contractedto do billing for the carrier, as is known in the art. Switch 504 sendsthe CDR to billing platform 518 after the call is connected.

[0123] An example of a method for a carrier network to identify a calledparty, is described with respect to flowchart 600 of FIG. 8a. Aftercarrier network 502 receives a communication, such as a telephone call,processing of a connection between the calling party and the calledparty is initiated in step 602.

[0124] As the connection is being processed, a search is conducted forthe called party's name and/or address, in step 604. For example, switch504 may provide the communications number of the called party to asearch engine, such as engine 514 in FIG. 5, through an interface 512.The communications number may be a DNIS derived from the call setupsignals, for example. Engine 514 searches database 516 for a party'sname and/or address associated with the communications number of thecalled party. If the party's name and/or address is found, either orboth are provided to switch 504 through engine 514 and interface 512.

[0125] The called party's name and/or address is then inserted into aCDR, in step 606. For example, switch 504 may insert the name into aname field of a CDR generated by the switch for that communication andinsert the address into the address-related fields 422, 424, 426, underthe control of control device 506.

[0126] Processing of the communication is completed and the call isconnected in step 608. After the call is connected, the CDR is sent to abilling platform, such as billing platform 518, in step 610.

[0127] As mentioned above, database 516 may be an information assistancedatabase, adapted to retrieve party's names and/or addresses based oncommunications numbers. DIP database system 510 may therefore be part ofan information assistance service system, such as system 10 of FIG. 1.In that case, engine 514 may be database server 120 and database 516 maybe directory assistance database 121 in IASP 102 of FIG. 2. An interface(not shown) may be provided for the carrier network 502 to accessdatabase server 120. The method of FIG. 8a may be implemented if thedatabase system 510 is part of the carrier, part of system 10 or part ofanother third party.

[0128] Bill processing may be readily performed, including insertion ofa terminating party's name, with the CDR, as discussed above.

[0129] Another example of a method for a carrier network to identify acalled party is described with respect to flowchart 650 in FIG. 8b.Signals are received to establish a communication between a firstcommunications device of a first party and a second communicationsdevice of a second party, in step 652. For example, call set-up signalsmay be received from the first communications device of the first party,who is initiating a call to a second communications device of a secondparty.

[0130] The communications number of the second communications device isderived in step 654. The communications number may be a DNIS in the callset-up signals, for example.

[0131] The derived communications number is submitted to a database todetermine the second party's name and/or address, in step 656. Thedatabase may correlate communications numbers with respective parties'names and addresses. The database may be a directory assistance databasethat is part of a carrier network 502, part of an IASP 102 ofinformation assistance service system 10 or a database system 510 ofanother third party.

[0132] If a name and/or address is retrieved from the database, it isinserted into a CDR or other such event record, in step 658. The namemay be stored in memory 506 a and copied into the CDR by carrier switch504 under control of control device 506 or by control device 506 itself.

[0133] The CDR is then sent to a billing platform, such as billingplatform 518, in step 660. This method may take place while thecommunication connection is being established.

[0134] A PIN provided by a caller may be used to identify a party of amulti-party account for billing and other purposes. Use of a PIN may beproblematic, however, as customers often forget their PIN and themultiple parties to the account might share the same PIN. Identificationof one of a plurality of parties to an account may be facilitated by theuse of voiceprints. When a particular party of an account includingmultiple parties calls system 10, that individual may be identified bytheir voiceprint. Once identified, an identifier of the individual maybe inserted into a call detail record (“CDR”) for that communication. Asingle identifier may be used to identify several parties (such as thechildren in a family), while other parties (such as each parent) mayhave a separate identifier. This may be a preference established by thesubscriber responsible for the account.

[0135] As discussed above, the CDR is provided to billing platform 50,which correlates other CDRs for the same call, as well as CDRs for othercalls attributed to a particular account, in preparation for billgeneration. In a bill for a joint account, calls attributable to eachparty to the account are thereby identified and may be listedseparately. The identifier of each individual may be a name of thesubscriber, a nickname, a PIN or other such number assigned to orselected by each subscriber, a phone number of the phone used to callthe system or a department number of a business, for example. Theidentifier may be inserted into a CDR by voiceprint gateway 132, forexample. The billing platform may be part of the system 10, a networkcarrier or part of a third party, as discussed above.

[0136]FIG. 9 is an example of a method in accordance with thisembodiment of the invention. The account associated with a caller isidentified, in Step 702. As discussed above, the account may beidentified based on the ANI in the call-setup signals. A voiceprint ofthe caller is received, in Step 704, by voiceprint gateway 136, forexample. If there are multiple parties associated with the account, theidentity of the caller is determined based on the voiceprint, in Step706, as described above with respect to method 600 (FIG. 6a ), forexample. An identifier of the caller is then inserted into a CDR, inStep 708, by voiceprint gateway 136, for example.

[0137] A standard CDR may be readily modified to include a field forsuch an identifier. FIG. 10 shows CDR 800 that may be generated byvoiceprint gateway 136 and IASC 100, for example, to document anidentification of a subscriber of a voiceprint information assistancesearch during an information assistance call. All the fields of CDR 800are common to the fields of CDR 400 of FIG. 4, and are commonlynumbered, except for IDENTIFIER field 814, which replaces NAME field414. In accordance with this embodiment of the invention, IDENTIFIERfield 814 contains an identifier of the party calling the system in thatcall. As described above, when there are multiple parties to an account,such as family members or business employees, the individual making thecall may be identified by their voiceprint. If system 10 is notvoiceprint capable, a PIN or other identifying information may be usedto identify the particular caller. The identifier inserted into the CDRmay be the name, nickname or password of the calling party, or abusiness department or division, etc. A CDR can include both NAME field414 and IDENTIFIER field 814, as well.

[0138] In accordance with an embodiment of the invention, the bill forservices provided by system 10, including an indicator of a second partyrelated to the provision of the service, may be provided to anauthorized party through a communications device, via a network. Thenetwork may be the Internet 46, for example. The network may be a WAN ora LAN, as well. The communications device may be a personal computer(“PC”), such as PC 42 in FIG. 1, which has Internet access or access toanother such network. Other communications devices with access to theInternet or other such networks may be used, as well.

[0139] In the context of information assistance, an indicator of a partyfor whom information assistance is requested is provided in the bill,associated with an entry for the request. In the context of a conciergerequest, an indicator of the identified provider of the goods/servicesor the subject matter of the request (suits, for example), is associatedwith an entry for the request in the bill. In the context of callconnection, an indicator of the called party is provided in the bill, inassociation with the entry in the bill for the call connection.

[0140]FIG. 11a is an example of a bill 820 for telephone/informationassistance services provided to a first party who is seeking informationassistance with respect to a second party, displayed on monitor 48 of PC42, for example. The first party may call a carrier network thatconnects the first party to information assistance service system 10, orthe first party may call system 10 directly. The second party may be anyentity, such as an individual or a business. Entries 822 through 830 areindicative of respective requests for communications services. Therequest may be a request for information assistance, such as a requestfor a communications number or address of the second party, as inentries 822, 824 and 828. The information assistance may also beidentification of a concierge provider of goods and/or services (suits,for example), as in entry 830. System 10 may also provide acommunications connection between the first party, who initiates thecommunication, and the second party, as in entry 826.

[0141] Each entry 822 through 830 includes columns for a Date 834, Time836, Description 838, Duration 840 and Charges 842 for the providedservice. The bill also includes a “To” column 844, that includesrespective destination phone numbers 846 a through 846e for each entry822 through 830. In accordance with one embodiment of the presentinvention, associated with each entry is a respective indicator 848 athrough 848 e of the second party. The indicator may be a name of thesecond party, such as indicators 848 a through 848 c, for example. Theindicator may also be location information 848 d, such as a streetaddress, for example. Both name and location information may be used, aswell. In the case of a concierge request for identification of aprovider of goods or services, the indicator may be the subject matterof the request, such as “suits” 846 f, in entry 830. Other indicatorsmay be used, as well.

[0142] In accordance with another embodiment of the invention, wherethere are a plurality of parties associated with an account with system10, an indicator of the one of the plurality of parties requesting aparticular service is associated with an entry for that service. Forexample, in FIG. 11, two parties to the account are indicated, MaryWhite 850 and Arthur White 852. Mary White 850 initiated the requestsfor service indicated by entries 822 and 824, while Arthur White 852initiated the requests for service indicated by entries 826, 828 and830.

[0143] The two embodiments may be used separately or together, as in theexample of FIG. 11.

[0144] The bill may be in the form of a Hypertext Markup Language(“HTML”) or Extensible Markup Language (“XML”) file. The file may bestored on information database 34, in association with a user's account,or in other locations, such as in web server 36. An authorized user 38(FIG. 1) may access their bill from a web page related to their account,for example. The bill may be a web page, as well. User 38, for example,may access bill 820 via personal computer 42, by requesting the web pagerelated to their account via the Internet. Web server 36 may receive therequest and have the page retrieved and sent to personal computer 42 viathe Internet, for example. User 38 may have to enter a password and/orPIN to show authorization to access the bill. The account web page mayalso enable a user to change aspects of their account and user profile.For example, the user may add or remove communications numbers, such asphone numbers, of communications devices, such as wireline and wirelessphones registered with the account. User 38 may change theirpreferences, as well.

[0145] System 10 may provide an option to display some or all indicatorsin bill 820. A user may not want a requested party's name provided on abill, for privacy, for example. System 10 may have a default mode toeither display or not to display all indicators and the option may be toeither suppress or elect the provision of the indicator, depending onthe default setting. The option may be one of the preferences selectedby the user during or after registration and associated with their userprofile. The web page containing bill 820 may have one or moreactivation points to suppress or elect the option. For example, “To” 844may be activatable to reverse the default setting, suppressing allindicators 848 a through 848 f if the default setting is to displayindicators, or displaying all indicators if the default setting is notto display indicators. A button or tab (not shown) may also be providedon displayed bill 820, activation of which either suppresses or electsthe option. The option may also be presented on a graphical userinterface (“GUI”) displayed on display 48 of PC 42, for example. Bill820 may be part of the GUI, as well. The GUI may provide a button ortab, activation of which changes the default setting. An activationpoint may be activated by a pointer or a mouse, for example.

[0146] System 10 may also provide an option of showing certainindicators of certain parties and not showing indicators of otherparties. Indicators 848 a through 848 f may each be activatable to causesuppression of the respective indicator upon activation. If an indicatordoes not appear, clicking on a respective communications number 846 athrough 846f may cause the indicator associated with that number toappear.

[0147] A user may also select certain parties that should not beidentified on bill 820. The selection may be part of a user'spreferences established during registration or at a later time. The usermay also indicate that a party should not be identified in bill 820,before or after the call to that party. The option may be presented byan operator or voice server 134, after information assistance isprovided with respect to a second party and before the call is connectedto the requested party, for example. Alternatively, the user may input apredetermined numerical sequence code via a keypad of a phone, toindicate that an indicator of the second party should not be included inthe bill. Either the indicator would not be inserted in the CDR or CDRsfor that communication or the indicator may be suppressed or removedfrom bill 820 prior to display. A filter may be used to search bill 820for indicators 848 a through 848 f that are to be suppressed or removed,for example.

[0148] Indicators 848 a through 848 f could also be made activationpoints to cause display of a window or pop-up box including a menu of aplurality of options, including an option to suppress that particularindicator in that entry. That same indicator in other entries related tothe same party may be suppressed, as well. Information server 32, forexample, may suppress or remove the indicators, if the option isselected, for example. Other activation points may be used to providesuch options, as well.

[0149] System 10 may also offer the option of selecting the type ofindicator to be shown on the bill. For example, the user may selectwhether the second party's name, as in entries 822 through 826, orlocation information (such as street address), as in entry 828, oranother such indicator, is used. Such a selection may be a preferenceselected by the user during registration or afterwards. The option mayalso be made via an activation point of bill 820, as described above.For example, the menu discussed above could include such an option. Abutton or tab may also appear on the bill, activation of which maypresent a menu, window or pop-up box offering the different indicatoroptions. A GUI may be used, as well.

[0150] System 10 may also offer the user the option to pay their billon-line. On-line bill payment may involve clicking on a button/tab 850presented on bill 820. If credit card information is stored by system10, activation of payment button/tab 850 may cause the bill to becharged to that credit card. Activation of payment button/tab 850 couldalso cause generation of a window, a pop up box or a GUI with fields forentry of credit card information and a button/tab to authorize chargingof the bill to that credit card, for example.

[0151] System 10 may provide an updated bill on-line within a limitedtime after a call accruing charges has been made. For example, theupdated bill may be provided on-line within 24 hours after the call ismade.

[0152] As discussed above, system 10 may provide directories of contactsassociated with an account or individual subscribers to an account, in afolder. The folder may be associated with the subscriber's account, inor with the user profile, for example. If there are multiple parties toan account, the contacts of an individual party calling system 10 may beidentified and accessed through a PIN or by a voiceprint of the party.System 10 may offer users the option of adding a party associated with arequested service on their bill, such as a party for whom directoryassistance has been requested or a called party, to their contactsfolder. Then, the subscriber would not have to request directoryassistance again for that party. The option may be offered via anactivation point on bill 820, a menu or through a GUI, for example, asdiscussed above.

[0153] In one example, activation of indicators 822 through 830 maycause generation of a menu offering the option of transferring availableinformation about the indicated party, into the contacts or other suchfolder. The information may be derived from the bill or from an eventrecord (CDR) underlying the bill. Alternatively, a user may copy andpaste the indicator of the party into the folder. Available informationassociated with the indicator may include the name, street address andphone number of the party, for example. The option may also be apreference previously set up by the user. The preference may provide forautomatically adding information relating to all parties on the bill tothe contacts folder. The contacts folder may be stored in informationdatabase 34, for example.

[0154] System 10 may also automatically add available information withrespect to each indicated party in the bill, into a table or anotherfolder (different than the contacts folder), for example, in a database,such as information database 34, to facilitate other types of customerservice for a subscriber. For example, storing such information couldenable the system to identify the last X number (where X is a realnumber) of calls made by the subscriber or find the most commonly calledparty or parties, upon the user's request. As above, the information isreadily available from the bill, the associated billing record orunderlying CDRs.

[0155] System 10 may also enable on-line customer service with respectto billing. For example, a request for credit may be included in themenu discussed above. System 10 may then investigate the entry todetermine whether it has been properly billed. The request may beconveyed to a customer service department of system 10, for example. Webserver 36 or information server 32 could evaluate the request, as well.

[0156] System 10 may determine that it is less expensive to grantcertain credit requests than it is to investigate them. System 10 maytherefore automatically grant credit when the request meets certaincriteria. One criteria may be the total dollar value of the requestedcredit. That dollar value may relate to the actual cost to system 10 ofinvestigation of the credit request. Requests for credit less than thatamount may be automatically granted. Another criteria may be whether therequest or requests for credit are less than a percentage (%) of thetotal charges in that bill. If the request is greater than thatpercentage, system 10 will investigate the request prior to granting thecredit. Information server 32, web server 36 or another processor mayconduct the analysis. It may be advantageous for system 10 to grantcredit requests, even at a loss, to avoid the cost of investigating suchrequests and to develop goodwill of customers.

[0157] Another criteria that may be used in evaluating whether to granta credit request without investigation may be a subscriber's orassociated account's past history of credit requests. If a particularcustomer or account regularly requests credit, even if only for smallamounts each request, it may be determined that they are abusing thesystem's 10 policy of granting automatic credits. At a predeterminedpoint, system 10 may apply a higher degree of scrutiny to requests fromthat customer or account. The criteria may be a combination of theabove. Additional criteria may be used, as well as or instead of thoseabove.

[0158]FIG. 12a is an example of a method 860 in accordance with anembodiment of the invention, wherein indicators of second parties and,optionally, identification of initiating parties, are provided in a billprovided to a user via a network. In method 860, a billing record for anaccount for a billing period is received in step 862. The billingrecords include indicators of the third party related to the serviceand, optionally, identification of an initiating party for accounts withmultiple parties, as described above. The billing record may be receivedfrom a billing platform 50 via WAN 40, for example.

[0159] The billing record is formatted into a bill to be provided to aresponsible party of an account, in step 864. Billing server 32 inbilling platform 50 could format the billing record into a bill, forexample. Information server 32 could format the record into a bill, aswell.

[0160] The bill for an account is stored, in step 866. The bill may bestored by system 10 in information server 34 in association with asubscriber's profile, for example. It may also be stored in web server36, for example.

[0161] A request to be provided a bill via a network is received from anauthorized party, in step 868. The request may be received byinformation server 32 via the network, such as the Internet 46, forexample. The request may be made through a computer, such as PC 42.Authorization may be confirmed by providing a PIN and password and/orother identifying information, for example.

[0162] If system 10 provides an option to suppress (or elect) theprovision of indicators, the status of the option may be checked in step870. If the option to suppress has been selected, then the bill isprovided via the network, without indicators, in step 872. If the optionto suppress has not been selected, and system 10 offers the option tosuppress selected indicators, the status of that option may be checkedin step 874, for example. If the option has been selected, the bill isprovided without the selected indicators in step 876. If the option tosuppress particular indicators is not selected, the bill is provided viathe network, with indicators, in step 878. As discussed above, theoptions to suppress all or certain indicators may also be requestedafter the bill is received and displayed by the authorized users.

[0163] Method 860 of FIG. 12a may continue with further options inmethod 860 a, as shown in FIG. 12b. For example, system 10 may determinewhether a request for credit is received, in step 880. The request maybe made through an activation point on the displayed bill 820 or on GUIcontaining the bill or a related GUI, as described above. If the requestis received, the request is processed, in step 882, for example, as isalso discussed above.

[0164] If the request is not received, or the request has beenprocessed, method 860 may continue in step 884, where system 10determines whether an option to transfer information about an indicatedsecond party to a contacts folder, is received or has been previouslyselected. If Yes, the party is added to the contacts folder, in step886, as discussed above. Information about the second party and the callmay then be transferred to a database, in step 886, as is also discussedabove. If the option is step 884 is not selected or received, method 860may proceed directly to step 888.

[0165] Steps 880, 884, 888 may be performed in any order. Any or allthose steps may be omitted (as could steps 870 and 874 in FIG. 12a).Method 860 may therefore continue from step 868, 870 or 874 in FIG. 12a,to any one (or more) of steps 880, 884, 888, as shown.

[0166] IASCs 22 through 28 of FIG. 1 may be configured differently thanthe IASC 100 of FIG. 2. FIG. 9 illustrates an alternative IASP 900.Components common to IASC 100 of FIG. 2 are commonly numbered. In IASC900, call interface 902 is not connected to servicing platform 104, asin IASC 100. Instead, the functionality of servicing platform 104principally is carried out in carrier network 904. Control device 906 innetwork 904 performs similar functions as switch host computer 124, andinterface/carrier switch 908 performs not only its conventional carrierswitching functions, but also those of servicing switch 120 describedabove, under control of control device 906. Control device 906 mayinclude memory 907. Carrier switch 908 generates CDRs to document eventsconducted by carrier network 904.

[0167] In IASC 900, a communication, such as an information assistancecall, is recognized by control device 906 when it is routed throughcarrier switch 908. Device 906 causes the communication to be connectedthrough one of pre-designated direct inward dial (DID) connections 910to provider 900. Control device 906 may also be connected to IASC 900via an Internet connection 912. The communication is received by callinterface 902 therein. Interface 902, coupled to operator telephones 112and coupled to operator terminals 114 via data network 118, includes theaforementioned ACD logic for distributing the call to an operator at oneof telephones in a conventional manner. Requests for informationassistance are handled in the same manner as described above.

[0168] In IASC 900, a requested party's name may be inserted into a CDRin a variety of manners. Operator terminal 114, VRU 122 and/or databaseserver 120, which may each have associated memory as shown in FIG. 2 andnot shown in this view, may generate a CDR and insert the requestedparty's name into a field of the CDR, as described above. The method ofthe embodiment of FIG. 3 may be implemented, for example. Those CDRs maybe correlated with CDRs generated by carrier network 904, as discussedabove.

[0169] The name and/or address or other such indicator of a requestedparty may also be provided by IASP 900 to carrier network 904 via a dataconnection, such as Internet connection 912. Control device 906 maystore the indicator in memory 907 and copy the requested party's nameinto the CDR generated by carrier switch 908, for example.

[0170] In another alternative, carrier switch 908 may be coupled todatabase server 120 though an interface 918, in a similar manner ascarrier switch 504 is coupled to interface 512 in the embodiment of FIG.5. In this case, the methods of FIGS. 6a and 6 b may be implemented.

[0171] The communications systems described above may be implementedwith in-band, feature group D (FGD) type signaling, SS7 out-of-bandsignaling or other signaling for communications between switches(including carrier switches). Where SS7 out-of-band signaling is used,the communications systems receive the call set-up signals and callprogress information (busy, ring-no-answer, number unavailable, answersupervision, etc.) coming from an SS7 signaling link, separate from thevoice trunk.

[0172] While information assistance service system 10 and IASC 100 areaccessed via a telephone network in the embodiments described above, itis understood that system 10 and IASP 100 may be accessed via othertypes of networks, such as the Internet or a WAN. In the case of theInternet, the ANI may be replaced by a URL, using conventionalnetworking and computer equipment.

[0173] The communications systems and their components are disclosedherein in a form in which various functions are performed by discretefunctional blocks. However, any one or more of these functions couldequally well be embodied in an arrangement in which the functions of anyone or more of those blocks or indeed, all of the functions thereof, arerealized, for example, by one or more appropriately programmedprocessors. In addition, while parties' names are stored in differentmemory devices associated with different components of the IASC 100,parties' names may be stored in different locations in the same memorydevice.

[0174] While the description above primarily refers to phones, such aswireline and wireless phones, aspects of the invention may be applicableto the use of other types of communications devices, as well.

[0175] The foregoing merely illustrates the principles of the invention.It will thus be appreciated that those skilled in the art will be ableto devise numerous other arrangements that embody the principles of theinvention and are thus within the spirit and scope of the invention,which is defined by the claims, below.

What is claimed is:
 1. A method of operating a communications system forproviding a service, wherein a plurality of parties may be associatedwith an account with the system to receive the service, the methodcomprising: providing a bill for a service requested by one of aplurality of parties associated with an account and provided by thesystem, to a communications device via a network; and providing anindicator of the one party requesting the service, in association with arespective entry for the service.
 2. The method of claim 1, comprising:identifying the one party based, at least in part, on a voiceprint ofthe one party received when the request was made and a voiceprint sampleof the party stored by the system.
 3. The method of claim 1, wherein thesystem is an information assistance service system, the methodcomprising: receiving a request for information assistance from the oneparty, with respect to a second party.
 4. The method of claim 1, whereinthe service is establishing a communications connection between a firstcommunications device of the one party and a second communicationsdevice of a second party, the method comprising: receiving signals toestablish a communications connection between the first communicationsdevice and the second communications device.
 5. The method of claim 1,wherein the communications system provides the service with respect to asecond party, the method further comprising: providing a secondindicator of the second party in association with an entry in the billfor the requested service.
 6. The method of claim 5, further comprising:providing an option to either elect or suppress provision of the secondindicator.
 7. The method of claim 1, wherein the communications devicecomprises a display for displaying the bill, the method furthercomprising: displaying the bill on the display device; and providing aparty with an option of paying the bill, via an activation point on thedisplayed bill.
 8. The method of claim 1, wherein the communicationssystem provides service with respect to a second party, the methodfurther comprising: storing information related to the second party in adatabase.
 9. The method of claim 8, wherein the information related tothe second party is contact information and the system stores contactinformation related to contacts of the account in a contacts folder, themethod further comprising: storing the contact information related tothe second party in the contacts folder.
 10. The method of claim 9,wherein the system stores contact information related to the contacts ofthe one party in a respective contacts folder, the method comprising:inserting contact information related to the second party in therespective contacts folder.
 11. The method of claim 1, wherein thecommunications device comprises a display for displaying the bill andthe network is the Internet, the method comprising: providing the billto the display via the Internet.
 12. A communications system forproviding a service, wherein a plurality of parties may be associatedwith an account with the system to receive the service, the systemcomprising: an interface to a network; and a processor coupled to theinterface, the processor being programmed to: provide a bill for aservice requested by one of a plurality of parties associated with anaccount and provided by the system, to a communications device via thenetwork; and provide an indicator of the one party requesting theservice, in association with a respective entry for the service in thebill.
 13. The system of claim 12, wherein the processor is programmedto: identify a party based, at least in part, on a voiceprint of theparty received when the request was made and a voiceprint sample of theparty stored by the system.
 14. A method of operating a communicationssystem, wherein the system provides a service for a first party withrespect to a second party, the first party being associated with anaccount with the system, the method comprising: providing a bill for theaccount for a service provided to the account, to a communicationsdevice via a network; providing an indicator of the second party inassociation with an entry in the bill for the requested service; andproviding an option to either elect or suppress provision of theindicator.
 15. The method of claim 14, comprising: providing the optionduring registration with the system.
 16. The method of claim 14, whereinthe communications device comprises a display for displaying bill, themethod comprising: displaying the bill on the display device; andproviding the option via an activation point provided on the displayedbill.
 17. The method of claim 14, further comprising: providing a partyto the account with an option of paying the bill via an activation pointin the bill.
 18. The method of claim 14, wherein the communicationssystem provides information assistance and an entry in the bill relatesto a request by a first party for information assistance relating to thesecond party, the method comprising: providing an indicator of thesecond party in association with the entry for the request forinformation assistance, in the bill.
 19. The method of claim 14, whereinthe service is establishing a communication between a firstcommunications device of the first party and a second communicationsdevice of the second party, the method comprising: receiving signals toestablish the communication between the first communications device andthe second communications device; and providing an indicator of thesecond party in association with the entry for the communication, in thebill.
 20. The method of claim 14, wherein the indicator is at least oneof a name and location information of the respective second party, themethod comprising: providing at least one of the name and locationinformation of the second party in association with the entry.
 21. Themethod of claim 20, further comprising: providing an option to selectwhich one of a name and location information of the respective party isused as the indicator.
 22. The method of claim 14, wherein thecommunications device comprises a display for displaying the bill andthe network is the Internet, the method comprising: providing the billto the display via the Internet.
 23. The method of claim 14, comprising:providing a plurality of indicators of second parties associated with aplurality of entries in the bill; and providing an option to suppressprovision of a selected indicator of a respective second party.
 24. Amethod of operating a communications system, wherein the system providesa service for a first party with respect to a second party, the firstparty being associated with an account with the system, and the systemstores contact information of the account in a contacts folder in adatabase, the method comprising: preparing a bill for the account for aservice provided to the account with respect to a second party; andstoring information related to the second party in the folder.
 25. Themethod of claim 24, wherein a plurality of first parties are associatedwith the account and the information relates to contacts of a respectivefirst party, the information being stored in a respective folder, themethod comprising: identifying a respective first party requesting theservice with respect to a second party; and inserting informationrelated to the second party in the respective folder.
 26. The method ofclaim 25, further comprising: identifying the respective first partybased, at least in part, on a voiceprint of the first party receivedwhen the request was made and a voiceprint sample of the party stored bythe system.
 27. The method of claim 24, wherein the second party is aconcierge provider of at least one of goods and services, the methodcomprising: providing an indicator of the concierge provider in thebill.
 28. The method of claim 24, comprising: providing an indicator ofthe second party in association with an entry in the bill for therequested service.
 29. The method of claim 24, further comprising:providing the bill to a communications device via a network.
 30. Acommunications system for providing a service for a first party withrespect to a second party, the first party being associated with anaccount with the system, the system comprising: a database to storecontacts information of accounts with the system in a folder associatedwith a respective account; and a processor coupled to the interface andto the database, the processor being programmed to: prepare a bill forservices provided to the account with respect to a second party; andstore contact information related to the second party in the folder. 31.The system of claim 30, wherein a plurality of first parties areassociated with the account, contacts information related to arespective first party is stored in a respective folder and theprocessor is programmed to: identify the respective first partyrequesting the service with respect to the second party based, at leastin part, on a voiceprint of the first party received when the requestwas made and a voiceprint sample of the respective first party stored bythe system; and insert contact information related to the second partyin the folder for the respective first party.
 32. The system of claim31, wherein the processor is further programmed to: provide a respectiveindicator of the second party in association with a respective entry forthe requested service in the bill for the service.
 33. The system ofclaim 30, further comprising: an interface to a network; wherein theprocessor is further programmed to provide the bill to a communicationsdevice via the network.
 34. A method of operating a communicationssystem, comprising: establishing a communication with a first partyrequesting a communications number of a second party; processing therequest for the communications number of the second party; generating anevent record related to the request during processing of the request,the event record including an indicator of the second party; andproviding a bill for the communication to a communications device via anetwork, the bill being based, at least in part, on the event record andincluding the indicator of the second party associated with an entry forthe communication.
 35. The method of claim 34, comprising: generating anoriginal event record during processing of the request, the originalevent record including the indicator; and sending the original eventrecord to a billing platform.
 36. The method of claim 34, furthercomprising: receiving a name of the second party from the first party;storing the name in a memory location; and copying the name stored inthe memory location into the event record as the indicator.
 37. Themethod of claim 34, further comprising: connecting the first party tothe second party; and creating a second event record related toconnecting the first party to the second party, the second event recordincluding the indicator of the second party.
 38. The method of claim 37,further comprising: establishing a second communication between thefirst party and the communications system; receiving a name of a thirdparty from the first party; and generating a third event recordincluding an indicator of the third party.
 39. The method of claim 34,wherein the first party is one of multiple parties associated with anaccount with the system, the method further comprising: providing asecond indicator indicative of a respective one of the plurality offirst parties requesting the communications number of the second party,in association with the entry for the communication in the bill.
 40. Themethod of claim 34, further comprising: determining the identity of thefirst party based, at least in part, on a voiceprint of the respectivefirst party received when the request was made and a voiceprint sampleof the respective first party stored by the system.
 41. The method ofclaim 34, wherein the second party is a concierge provider of at leastone of goods and services, the method comprising: providing an indicatorof the concierge provider in the bill.
 42. A method of operating acommunications system, comprising: processing a communication between afirst communications device of a first party initiating a communicationwith a second communications device of a second party; generating anevent record related to the communication, including an indicator of thesecond party, during processing of the communications connection; andproviding a bill for the communication to a communications device via anetwork, the bill being based, at least in part, on the event record andincluding the indicator of the second party.
 43. The method of claim 42,comprising: identifying the indicator of the second party by searching adatabase for at least one indicator associated with a communicationsnumber of the second communications device.
 44. The method of claim 43,comprising: storing the indicator retrieved from the database; andcopying the stored indicator into the event record.
 45. The method ofclaim 43, wherein the indicator is at least one of a name and locationinformation of the second party, the method comprising: generating theevent record related to the communication, including at least one of thename and location information of the second party.
 46. A communicationssystem for establishing a communication, the system comprising: aninterface to: receive signals from a first communications device of afirst party to process a communication with a second communicationsdevice of a second party; and access a network; and a processorprogrammed to: generate an event record including an indicator of thesecond party, during processing of the communication; and provide a billfor the communication to a third communications device via a network,the bill being based, at least in part, on the event record andincluding the at least one indicator of the second party.
 47. Thecommunications system of claim 46, wherein the processor is programmedto: generate the event record; access a database correlating identifiersof communications devices with respective indicators of parties; andinsert a retrieved indicator correlated with an identifier of thecommunications device of the second party into the event record, duringprocessing of the communication.
 48. The system of claim 47, wherein theprocessor is further programmed to: store the retrieved indicator inmemory; and copy the stored indicator into the event record.
 49. Themethod of claim 46, comprising: inserting the indicator of the secondparty into an original event record generated by the communicationssystem for the communication during processing of the communication. 50.A method of operating a communications system, comprising: receivingsignals from a first communications device of a first party seeking acommunications number of a second communications device of a secondparty; connecting the first communications device to an informationassistance service to identify the communications number of the secondcommunications device; establishing a communication between the firstcommunications device and the second communications device after thecommunications number of the second communications device is identified;inserting an indicator of the second party into an event recordgenerated by the communications system associated with connecting thefirst party to the second party, while establishing the communicationbetween the first party and the second party; and providing a bill forthe communication to a third communications device via a network, thebill being based, at least in part, on the event record and includingthe indicator of the second party.
 51. The method of claim 50, furthercomprising: identifying the indicator of the second party by searching adatabase.
 52. The method of claim 50, comprising: receiving from theinformation assistance service system the at least one indicator of thesecond party.
 53. The method of claim 50, wherein the indicator is atleast one of the name and location information of the second party, themethod comprising: inserting at least one of the name and locationinformation of the second party into the event record.
 54. Acommunications system, comprising: an interface to: receive signals froma first communications device of a first party calling an informationassistance service system to obtain a communications number of a secondcommunications device of a second party; and access a network; and acontrol device coupled to the interface, wherein the control device isprogrammed to: connect the first communications device to theinformation assistance service; process a communication between thefirst communications device and the second communications device;generate an event record of the communication between the firstcommunications device and the second communications device, duringprocessing of the communication between the first communications deviceand the second communications device, the event record including anindicator of the second party; and provide a bill for the communicationto a third communications device via a network, the bill being based, atleast in part, on the event record and including the indicator of thesecond party.
 55. A method of operating a communications system, thesystem identifying a concierge provider of at least one of goods andservices, the method comprising: receiving a request for identificationof a concierge provider from a user, the request includingidentification of at least one of goods and services; identifying anappropriate concierge provider based on the identification of the atleast one goods and services; and providing a bill for identifying theconcierge provider, the bill including the identification of the atleast one goods and services associated with an entry for the requestfor identification of the concierge provider.
 56. The method of claim55, comprising: providing the bill to a communications device via anetwork.
 57. The method of claim 55, further comprising; connecting theuser to the concierge provider.